Articles tagged with ITSM

Salesforce Moves Into ITSM

Salesforce Moves Into ITSM – Opportunity or Distraction?

Sophie Danby September 29, 2025

Salesforce is starting to talk about ITSM. References to ITSM are now showing up in Service Cloud messaging and its “Agentforce” AI-building platform positioning. So far, it has been relatively low-key in my opinion: a Dreamforce announcement (that created a buzz), a few posts, a video, and a landing page that feels more like a placeholder than a full strategy. Is it less a bold announcement and more like a quick response to ServiceNow’s move into CRM? The big question is whether Salesforce’s entry into ITSM will have a real impact.

Why ITSM is Breaking People

Why ITSM is Breaking People (And What We Can Do)

Sophie Danby September 23, 2025

We talk endlessly about processes, tools, and technology in ITSM. But here’s what we don’t talk about enough: the mental health of the people actually doing the work. The conversation is happening – there are posts about well-being, mental health awareness weeks, and workplace stress. But what about when it comes to the specific pressures of ITSM roles? Or the unique challenges teams face? This is where the conversation gets a bit thin. In this article, Sophie Danby explains what and how things need to change.

The State of AI in ITSM

The State of AI in ITSM (Mid-2025)

Stephen Mann September 16, 2025

In Q2 2025, HCLSoftware and ITSM.tools ran an artificial intelligence (AI)-focused survey; this article presents some of the results from a report called The State of AI in ITSM 2025. The full report can be downloaded using the links in the article.

Shadow IT Subscription Auditing

Shadow IT Subscription Auditing: 5 Real-World Steps for IT Pros

Amandeep Singh September 10, 2025

Nobody’s raising a ticket five minutes before a client call. They’re pasting the VPN error into an AI tool and getting back to work. Problem solved for the user. Problem invisible to the service desk. Judin Joan Soundarya S looks at what shadow AI is doing to incident data, problem management, and the SIEM-to-ITSM chain, and how to get the visibility back without forcing people into a queue they were never going to use. to tackle it.

Controlling IBM License Costs

10 Tips for Controlling IBM License Costs

Piaras MacDonnell September 2, 2025

Maximizing the value of IBM license costs while avoiding unplanned and unbudgeted costs is a core concern for both ITAM and ITSM professionals. This article offers 10 tips for better controlling your IBM license costs.

ITSM Tool Churn in 2025

ITSM Tool Churn in 2025 – It’s Better News

Sophie Danby August 26, 2025

Every couple of years, ITSM.tools runs a short poll to understand whether organizations are changing their ITSM tools and – importantly – why. This article shares the results of our 2025 ITSM tool churn poll.

The Future of IT Is Human - Global IT Experience Benchmark Findings

The Future of IT Is Human – What We Learned from 130+ Countries

Sakari Kyrö August 20, 2025

The HappySignals Global IT Experience Benchmark Report 2025, based on 2.28 million employee feedback responses from over 130 countries, is a comprehensive snapshot of how employees experience IT services and how organizations are using that data to create better, more people-centric support. This article explains more.

AI Agents in ITSM

AI Agents in ITSM – What You Need to Know

Stephen Mann August 6, 2025

A recent AI in ITSM survey by ManageEngine examined the progress of AI adoption among a sample of 300 IT professionals and their organizations. It extended beyond the current use of AI to include the future impact of AI agents. This article presents some of the survey findings.

Shadow AI Risks

Shadow AI Risks – The Impact on IT Teams

Sanjeev NC August 6, 2025

A year ago, IT departments could easily dismiss GenAI tools as a “marketing experiment” because there were only a handful of AI writing tools that were gaining popularity. Today, every department is trying a new AI tool (cough, OpenAI wrapper, cough) that promises to double their productivity, increase their quality of work, and secure them a promotion. So how do we deal with this Shadow AI?

ESM-Ready ITSM Tools

ESM-Ready ITSM Tools – What You Need in an ITSM Tool

Stephen Mann July 15, 2025

The ability to extend the use of the corporate ITSM tool to other business functions to improve business-function workflows, service delivery and support capabilities, and employee experiences is highly beneficial in terms of better consistency, people efficiency, and digital transformation across the business functions. But is your corporate ITSM tool really equipped to support ESM? Is it an ESM-ready ITSM tool?

IBM Licensing Resources

IBM Licensing Resources for ITSM Professionals

Piaras MacDonnell July 8, 2025

Navigating IBM’s licensing models, contractual obligations, and product lifecycle changes can be time-consuming and risky without access to the right information. To help, here’s a curated list of IBM licensing resources to help your organization manage its IBM licensing risk and reduce unnecessary costs.

How Agentic AI Is Replacing Level 1 ITSM Tasks

The Future of ITSM: Agentic AI and the Autonomous Service Desk

Manish Sharma July 2, 2025

McKinsey’s latest modeling estimates that generative and agent-driven AI could inject $2.6 trillion to $4.4 trillion of new economic value every year – roughly equivalent to the GDP of the UK. Inside ITSM, that value materializes whenever autonomous software agents absorb the drudgery once handled by Level 1 IT support staff.